BlindPew - in afraid I have zero sympathy for you or your wife. Having flown U2 an awful lot your baggage allowance is made clear when you buy a ticket, when you check in, it is printed on your boarding pass and airport signage is there for a backup. U2 even provide YouTube videos on their baggage allowance. Their overhead bins are standard Airbus narrow body bins which are a lot larger than the non Sky interior 737s. The traveller needs to do their research. It works both ways. But I can't see how they can make it easier to understand. I also think those who alend more should get more of an allowance. Just like many legacies.
This issue is way beyond hand luggage allowances. It seems the gentleman was rather unwell. Whilst I sympathise, safety really is #1. The fact he was apparently sectioned would suggest that the bag issue was just a catalyst.